Ag Awards

Casino Grand Bay - First Approved Withdrawal, Then Amount Not Fully Payed

Complaint Info
Disputed casino Casino Grand Bay
Reason Declined payment
Amount $ 2026
Posted on May 12, 2016

I made a withdrawal thru the casino cashier of $2,176.00 that was processed at 4/12/2016 10:49 AM (US Eastern Standard Time)
I had made previous deposits and had used accrued $150 cashback loyalty points that I had used to win the withdrawal amount.
I has met all playthrough requirements at this time. My withdrawal was approved by the finance team and I received a congratulatory call
from the VIP staff on my WIN but they needed to update my ID docs. I have been a member for almost 10 years. I sent in required documents. On 4/18/2016 the cashier finance team had removed the $150 loyalty cashback from my withdrawal request and had processed the withdrawal in the amount of $2026.00 to the Visa / Debit card that I had used for making deposits.
After a month of speaking to VIP hosts (I have Ace Tier VIP status) Kim - Jeremy - Nick - Joy etc..on a weekly basis, I was assured over and over that the payment would be hitting my bank "Any day now" I was given an ARN # to track the payment made to my Visa/Debit card - my bank could find nothing. Finally I was told my bank returned the payment back to Casino Grand Bay finance due to insufficient information they supplied and withdrawal would be re-issued by courier check. Today - May 11th 2016, I called once again to find out exactly when this payment would be processed as a month had gone by and was rudely told they were only going to pay the amount of $150. because my winnings were from loyalty point cashback.
I was told I should be grateful and that an exception was being made to even pay that amount.I am shocked - horrified beyond belief. First, they honor my withdrawal that had been approved by finance and VIP staff and then change their minds when the payment bounces back? I was told that it was miscommunication on MY part ,Finance and their ENTIRE VIP staff (I have spoken to 5 staff members) and that the finance team had made a mistake ?
Please Is there ANY way I can set this straight ANY way to rectify this situation.

Posted on May 12, 2016

Thank You Ask Gamblers for posting my dilemma - At this point after "outing Grand Bay " with this unethical behaviour its most likely I will never even see the $150 let alone the $2026. I have lost faith in this casino and the entire spectrum of those who run the daily business behind the scenes. I always believed Trust - Respect and Ethics was an essential part of running a online casino and for the player the ONLY reason to deposit with their gaming operation.

Posted on May 16, 2016

The complaint has been reopened as per submitter's request and AskGamblers Complaints Team would like to give this case one more try and help both parties involved to reach a satisfactory resolution.

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